Systems and methods of generating responses associated with natural language input

ABSTRACT

Systems and methods of generating responses associated with natural language input. A system includes a communication module, a processor, and a memory. The memory stores instructions that, when executed, configure the processor to: transmit, to a conversation agent server, a natural language input and receive, from the conversation agent server, an intent and at least one parameter. The processor generates, based on the intent and the at least one parameter, a fulfillment query requesting access to personal data for generating a response to the natural language input, where the personal data is stored on a fulfillment server. The processor transmits the fulfillment query and receives a response indication from the fulfillment server. The processor generates a request for subsequent input, generates an updated conversation context based on the response indication and the intent, and transmits to the conversation agent server, the updated conversation context.

TECHNICAL FIELD

The present application relates to language processing systems and, inparticular, to systems and methods of generating responses associatedwith natural language input.

BACKGROUND

Chatbots, also known as artificial conversational entities,conversational bots, interactive agents, or the like, are computerprograms configured to receive input from a user and to provide one ormore responses so as to mimic human conversation with the user. Chatbotsmay be trained for targeted use scenarios. For example, chatbots may betrained for customer service scenarios to automate relatively simple yetrelatively time-consuming tasks, such as providing information based oncustomer queries (e.g., providing information on products), conductingroutine tasks (e.g., ordering goods), or the like. Chatbots may bedeveloped and deployed on cloud-based computing platforms that includenatural language processing and artificial intelligence functions andcan conduct conversations with a user via auditory or textual methods.

BRIEF DESCRIPTION OF THE DRAWINGS

Embodiments are described in detail below, with reference to thefollowing drawings:

FIG. 1 illustrates, in block diagram form, a system of generatingresponses associated with natural language input, in accordance with anexample of the present application;

FIG. 2 illustrates a signal diagram illustrating exchanges amongcomputing devices for generating responses associated with naturallanguage input, in accordance with an example of the presentapplication;

FIG. 3 diagrammatically illustrates variant monikers for referring toseveral account cards, in accordance with an example of the presentapplication;

FIG. 4 diagrammatically illustrates example users associated withrespective credit card account lists, in accordance with an example ofthe present application;

FIG. 5 illustrates, in flowchart form, a method of generating responsesassociated with natural language input, in accordance with an example ofthe present application;

FIG. 6 illustrates, in simplified block diagram form, an electronicdevice, in accordance with an example of the present application; and

FIG. 7 illustrates, in simplified block diagram form, a server, inaccordance with an example of the present application.

Like reference numerals are used in the drawings to denote like elementsand features.

DETAILED DESCRIPTION OF VARIOUS EMBODIMENTS

In one aspect, the present application describes a computing deviceincluding: a communication module; a processor coupled to thecommunication module; and a memory coupled to the processor. The memorymay store instructions that, when executed, configure the processor to:transmit, to a conversation agent server, a natural language input;receive, from the conversation agent server, an intent and at least oneparameter, wherein the intent and the at least one parameter are basedon the natural language input, and wherein identification by theconversation agent server of the intent from the natural language inputis syntax agnostic; generate, based on the intent and the at least oneparameter, a fulfillment query requesting access to personal data forgenerating a response to the natural language input, wherein thepersonal data is stored on a fulfillment server; transmit, to thefulfillment server, the fulfillment query; receive, from the fulfillmentserver, a response indication associated with the fulfillment query;generate a request for subsequent input based on the responseindication; generate an updated conversation context based on theresponse indication and the intent; and transmit, to the conversationagent server, the updated conversation context for setting up operationsto handle the subsequent input.

In some implementations, the natural language input may be associatedwith a user identifier, and the natural language input may include aquery on personal data of a data record corresponding to the useridentifier.

In some implementations, the response indication may include thepersonal data associated with the user identifier.

In some implementations, the generated fulfillment query may corroboratethe at least one parameter.

In some implementations, the instructions, when executed, may furthercause the processor to determine that the received at least oneparameter includes information to conduct an action associated with theintent; and transmit, to the fulfillment server, an action requestassociated with the natural language input.

In some implementations, the generated request for subsequent input mayinclude a message prompt for display by the computing device.

In some implementations, the natural language input may include anacoustic input, and the instructions, when executed, may further causethe processor to conduct speech-to-text operations to provide atext-based natural language input.

In some implementations, the natural language input may includetext-based input received via an input module of the computing device.

In some implementations, the instructions, when executed, may furtherconfigure the processor to: receive the subsequent input; and subsequentto transmitting, to the conversation agent server, the updatedconversation context for setting up operations to handle the subsequentinput, transmit the subsequent input to the conversation agent server.

In some implementations, the subsequent input may include naturallanguage input.

In another aspect, the present application describes acomputer-implemented method of generating a response associated with anatural language input. The method may include: transmitting, to aconversation agent server, the natural language input; receiving, fromthe conversation agent server, an intent and at least one parameter,wherein the intent and the at least one parameter are based on thenatural language input, and wherein identification by the conversationagent server of the intent from the natural language input is syntaxagnostic; generating, based on the intent and the at least oneparameter, a fulfillment query requesting access to personal data forgenerating a response to the natural language input, wherein thepersonal data is stored on a fulfillment server; transmitting, to thefulfillment server, the fulfillment query; receiving, from thefulfillment server, a response indication associated with thefulfillment query; generating a request for subsequent input based onthe response indication; generating an updated conversation contextbased on the response indication and the intent; and transmitting, tothe conversation agent server, the updated conversation context forsetting up operations to handle the subsequent input.

In some implementations, the natural language input may be associatedwith a user identifier, and the natural language input may include aquery on personal data of a data record corresponding to the useridentifier.

In some implementations, the response indication may include thepersonal data associated with the user identifier.

In some implementation, the generated fulfillment query may corroboratethe at least one parameter.

In some implementations, the method may include: determining that thereceived at least one parameter includes information to conduct anaction associated with the intent; and transmitting, to the fulfillmentserver, an action request associated with the natural language input.

In some implementations, the generated request for subsequent input mayinclude a message prompt for display by a computing device.

In some implementations, the natural language input may include anacoustic input, and the method may include conducting speech-to-textoperations to provide a text-based natural language input.

In some implementations, the natural language input may includetext-based input received via an input module of a computing device.

In some implementations, the method may include: receiving thesubsequent input; and subsequent to transmitting, to the conversationagent server, the updated conversation context for setting up operationsto handle the subsequent input, transmitting the subsequent input to theconversation agent server.

In another aspect, a non-transitory computer-readable storage mediumstoring processor executable instructions that, when executed, cause aprocessor to carry out the operations of one or more methods describedherein. For example, the non-transitory computer-readable storage mediumstoring may include instructions of generating a response associatedwith a natural language input. For example, the processor executableinstructions may configure the processor to: transmit, to a conversationagent server, the natural language input; receive, from the conversationagent server, an intent and at least one parameter, wherein the intentand the at least one parameter are based on the natural language input,and wherein identification by the conversation agent server of theintent from the natural language input is syntax agnostic; generate,based on the intent and the at least one parameter, a fulfillment queryrequesting access to personal data for generating a response to thenatural language input, wherein the personal data is stored on afulfillment server; transmit, to the fulfillment server, the fulfillmentquery; receive, from the fulfillment server, a response indicationassociated with the fulfillment query; generate a request for subsequentinput based on the response indication; generate an updated conversationcontext based on the response indication and the intent; and transmit,to the conversation agent server, the updated conversation context forsetting up operations to handle the subsequent input.

In another aspect, the present application describes a computing serverfor identifying an intended record among a plurality of defined records,wherein each of the defined records may be associated with a respectivemoniker. The computing server may include: a communication module; aprocessor coupled to the communication module; and a memory coupled tothe processor. The memory stores instructions that, when executed, mayconfigure the processor to: receive, from a client device, a fulfillmentquery associated with a user identifier, the fulfillment query includinga partial moniker associated with the intended record; obtain definedrecords associated with the user identifier; determine that the partialmoniker is associated with at least two defined records associated withthe user identifier; generate and transmit, to the client device, aclarifying query to identify the intended record; receive, from theclient device, subsequent input associated with the clarifying query;determine that the identified record is identifiable based on thesubsequent input and the partial moniker; and conduct a transactionbased on the identified record.

In some implementations, the fulfillment query may be based on naturallanguage input.

In some implementations, the respective monikers may include at leasttwo words.

In some implementations, the partial moniker may include at least oneword, and the respective monikers may include a greater number of wordsthan a number of words of the partial moniker.

In some examples, the defined records may be at least one of a bankaccount record, a credit card account record, an investment accountrecord, or a credit loan account record.

In another aspect, the present application describes acomputer-implemented method of identifying an intended record among aplurality of defined records, wherein each of the defined records areassociated with a respective moniker. The method may include: receiving,from a client device, a fulfillment query associated with a useridentifier, the fulfillment query including a partial moniker associatedwith the intended record; obtaining defined records associated with theuser identifier; determining that the partial moniker is associated withat least two defined records associated with the user identifier;generating and transmitting, to the client device, a clarifying query toidentify the intended record; receiving, from the client device,subsequent input associated with the clarifying query; determining thatthe identified record is identifiable based on the subsequent input andthe partial moniker; and conducting a transaction based on theidentified record.

In some implementations, the fulfillment query may be based on naturallanguage input.

In some implementations, the respective monikers may include at leasttwo words.

In some implementations, the partial moniker may include at least oneword, and the respective monikers may include a greater number of wordsthan a number of words of the partial moniker.

In some examples, the defined records may be at least one of a bankaccount record, a credit card account record, an investment accountrecord, or a credit loan account record.

In another aspect, a non-transitory computer-readable storage mediumstoring processor executable instructions that, when executed, cause aprocessor to carry out the operations of one or more methods describedherein. For example, the non-transitory computer-readable storage mediummay include instructions of identifying an intended record among aplurality of defined records, wherein each of the defined record isassociated with a respective moniker. For example, the processorexecutable instructions may configure the processor to: receive, from aclient device, a fulfillment query associated with a user identifier,the fulfillment query including a partial moniker associated with theintended record; obtain defined records associated with the useridentifier; determine that the partial moniker is associated with atleast two defined records associated with the user identifier; generateand transmit, to the client device, a clarifying query to identify theintended record; receive, from the client device, subsequent inputassociated with the clarifying query; determine that the identifiedrecord is identifiable based on the subsequent input and the partialmoniker; and conduct a transaction based on the identified record.

Other aspects and features of the present application will be understoodby those of ordinary skill in the art from a review of the followingdescription of examples in conjunction with the accompanying figures.

In the present application, the term “and/or” is intended to cover allpossible combinations and sub-combinations of the listed elements,including any one of the listed elements alone, any sub-combination, orall of the elements, and without necessarily excluding additionalelements.

In the present application, the phrase “at least one of . . . or . . . ”is intended to cover any one or more of the listed elements, includingany one of the listed elements alone, any sub-combination, or all of theelements, without necessarily excluding any additional elements, andwithout necessarily requiring all of the elements.

It may be appreciated that while examples described herein include dataor fulfillment servers associated with banking institutions, the systemsand methods described herein may also be applicable to data orfulfillment servers associated with non-banking institutions which storeand process other types of personal data. For example, non-banking dataservers may include government operated computer servers foradministering taxation programs, retail company servers foradministering customer loyalty/incentive programs, or the like, wheremisappropriation of data at the data servers may be perilous to a user'sidentity or considered a breach of a user's privacy.

Cloud-based natural language processing software packages may be used todevelop chatbots. In some examples, a chatbot may be configured toreceive input and to provide one or more responses so as to mimic humanconversation with a user. The received input and the provided responsemay be text-based or may be voice-based. Google Dialogflow™ is oneexample of a cloud-based natural language processing software package.Other examples of natural language processing software packages mayinclude spaCy™, Apache OpenNLP™, Standford NLP™, or the like. It may beappreciated that other examples of cloud-based natural languageprocessing software packages may be contemplated. In some examples,natural language processing software packages may be one or acombination of a rules-based chatbot or a machine learning basedchatbot.

In some examples, a computing server (e.g., conversation agent server)may include memory storing a natural language processing softwarepackage having instructions that, when executed, configure a processorof the computing server to conduct operations for maintainingconversation context of user interactions. For example, if a userprovides an ambiguous input, the processor may detect the ambiguousinput and place natural language processing software package in a state(e.g., conversation context) associated with prompting the user forclarification and for receiving/handling subsequent user input toaddress the detected ambiguity.

In some examples, the conversation agent server may be configured totransmit queries to other computing servers (e.g., fulfillment serversor data servers) via application programming interfaces (APIs). Theconversation agent server may request access to data from data serversor request responses to queries where access to data stored on afulfillment server may be required. Subsequently, data or responses maybe provided via the conversation agent server to the client device.

A conversation agent server may be trained for a particular target use.For example, an institution may provide large volumes of potentialnatural language input and associate such natural language input with atleast one intent. In some examples, an intent may be associated with agroup of input (e.g., natural language input) having similar meaning.The respective inputs of the group may use different words or sentencestructure but may have substantially the same meaning and be associatedwith a common intent.

Further, the institution that is training the conversation agent servermay associate such natural language input with a response or initiateoperations associated with such input. For example, a bankinginstitution may train a conversation agent server to provide a bankingaccount chatbot for banking clients. The banking chatbot may be trainedto provide responses or initiate banking operations in response tonatural language input, such as “What is the balance of my chequing bankaccount as of June 30?” or “Please transfer two thousand dollars from mysavings bank account to my registered investment account.” Usersproviding natural language input may utilize colloquial or free-formlanguage. Thus, in some scenarios, the provided user input may beambiguous or erroneous. Continuing with the above example, a user mayhave two or more active registered investment accounts at the bankinginstitution and, thus, the user input may be ambiguous. Because theconversation agent server may not be able to disambiguate the user inputbased solely on the provided natural language input, systems and methodsof prompting additional clarifying user input may be desirable.

In some examples, the conversation agent server executing theabove-described natural language processing software package may be athird party server. The third party server may be operated by an entitythat is apart from the banking institution. Upon receiving a user input,the conversation agent server may determine a user intent, parameterizethe user input, or may interact with the banking institution to requestaccess to personal data associated with a user. In some examples,personal data can include names, addresses, social security numbers(e.g., taxpayer identification numbers), bank account balances, or thelike. The personal data may include data that, if misappropriated by anunscrupulous entity, may be used for conducting fraudulent activity thatmay be injurious to bank account users.

As third party servers may be operated by vendor entities that areseparate from banking institutions and that may not be bound byconfidentiality or privacy laws, regulations, or rules that the bankinginstitutions may be bound to, it may be desirable to provide systems,devices, and methods to receive user input and to provide responsesbased on personal data access that ameliorate confidentiality or privacyconcerns associated with conversation agent server systems.

Reference is made to FIG. 1, which illustrates, in block diagram form, asystem 100 of generating responses associated with natural languageinput, in accordance with an example of the present application. Examplepersonal data may include data associated with banking accounts orresource records. However, it may be understood that personal data mayinclude other types of data in non-banking contexts, themisappropriation of which by an unscrupulous entity may be injurious toa user associated with that personal data.

The system 100 includes a client device 110, a conversation agent server120, and a fulfillment server 130. The system 100 may also include anetwork 150. The client device 110, the conversation agent server 120,and the fulfillment server 130 may be configured to communicate over thenetwork with one another or with any other similar computing device. Thenetwork 150 may include one or a combination of interconnected wired orwireless networks, including the Internet, local area networks, wirelessarea networks, or the like.

The client device 110 may be associated with a banking user. The clientdevice 110 may be configured to receive input and may be configured tointeract with the banking user. For example, the client device 110 mayinclude an interactive application 112 having processor executableinstructions stored in memory that, when executed, cause a processor toconduct operations described herein for receiving user input orinteracting with a banking user. In illustrative examples describedherein, the interactive application 112 may be a mobile bankingapplication associated with the fulfillment server 130 (e.g., bankinginstitution server). The interactive application 112 may receive inputfrom a banking user and may conduct actions or generate responses inresponse to banking user input. It may be appreciated that other typesof applications may be contemplated. The client device 110 may alsoinclude conversation data 114 stored in memory. Conversation data 114may include data associated with natural language input received from auser of the client device 110. The conversation data 114 can includeuser intents or parameters that are based on natural language input.

The banking user may interact with the client device 110 via aninput/output module 116. For example, the input/output module 116 mayinclude a touch screen display for displaying a user interface and atouch screen interface for receiving motion or touch input from thebanking user. The input/output module 116 may include an acoustic inputtransducer (e.g., microphone) and a loudspeaker. The acoustic inputtransducer may receive acoustic input from the banking user and theloudspeaker may generate and provide an acoustic output to the bankinguser. Other examples of input/output modules for receiving user inputand providing responses may be contemplated.

In some examples, the input/output module 116 may receive naturallanguage input. Natural language input may describe language used amongtwo or more people during a conversation, in contrast to structuredcommunication protocol for transmission and receipt of data amongcomputing devices. For example, existing computing device interfaces mayrequire structured and predictable data input for conducting operations.Such structured and predictable data input schemes may make use ofunnatural interfaces and may be challenging to use. For instance, when auser fails to exactly follow the structured data input schemes, theinput may not be recognized by a computer. On the other hand, naturallanguage input may be syntax agnostic. For instance, a banking user mayprovide input such as “What is company A's stock worth today?” Anotherbanking user may provide varied input for seeking a response to asubstantially similar question: “What's the price of the company stocktoday?” Accordingly, it may be desirable to provide systems and methodsfor processing natural language user input. That is, it may be desirableto provide systems and methods for managing nuances of language.

The conversation agent server 120 may be a single server, multipleservers, a server farm, or any other such arrangement of computingdevices to implement computing server-like functionality. Theconversation agent server includes one or more processors, memory, and acommunication module for providing communications capabilities withother computing devices. As an illustrating example, the conversationagent server 120 may be a cloud-based natural language softwareprocessing server, such as a Google Dialogflow™ based computing devicefor receiving input and providing responses based on the received input.Other example cloud-based natural language processing software packagesmay be contemplated.

The conversation agent server 120 may include a natural languageapplication 122 for processing natural language input and intent data124. The natural language application 122 may be a natural languageprocessing software application used for developing chatbots. A chatbotmay be a computer program or an artificial intelligence application forconducting a conversation via auditory or textual methods. The chat botmay be designed to simulate or mimic human conversation with a user.

In some examples, natural language processing software applications mayinclude operations for receiving natural language input, parsing thenatural language input, and generating a response to the user associatedwith the natural language input. To train natural language processingsoftware applications for interacting with user input, in some examples,the natural language application 122 may include operations for creatingone or more user intents that map to responses. For instance, a defineduser intent may be associated with or mapped to one or more examples ofuser utterances or user inputs. The created intents and associatedtraining responses may be stored as intent data 124. It may beappreciated that the intent data 124 may include other data associatedwith operations of the natural language application 122.

As an illustrating example, the natural language application 122 may betrained to associate an “account balance” intent with an operation tocheck a value of a banking account. Further, training phrases that maybe associated with the “account balance” intent may include “balance”,“value”, “account total”, or the like. Accordingly, when a banking userprovides a natural language input such as “What is the balance of mychequing account today?” the natural language application 122 mayinclude operations for identifying the “account balance” intent.

Further, the natural language application 122 may include operations foridentifying one or more parameters associated with the user input.Continuing with the present example, the natural language application122 may include operations for identifying “chequing account” and“today” as parameters. Further, the natural language application 122 mayalso include operations for interacting with a fulfillment server 130 toretrieve or request information for generating a response to the naturallanguage input. In the present example, the natural language application122 may include an application programming interface (APIs) or afulfillment interface for interacting with the fulfillment server 130.That is, the natural language application 122 may include operations forgenerating and transmitting a fulfillment query to the fulfillmentserver 130 for querying data. For example, the natural languageapplication 122 may receive personal data (e.g., bank account valueassociated with a user) and generate a response, such as “Your chequingbank account balance today is $3,808”. Thus, the natural languageapplication 122 may transmit the response (e.g., “Your chequing . . .today is $3,808”) to the client device 110 for output via theinput/output module 116.

The fulfillment server 130 may be a single server, multiple servers, aserver farm, or any other such arrangement of computing devices toimplement computing server-like functionality. Fulfillment server 130includes one or more processors, memory, and a communication module forproviding communications capability with other computing devices. As anillustrating example, the fulfilment server 130 may be associated with abanking institution at which banking account users have a banking orinvestment account. In other examples, the fulfilment server 130 may beassociated with non-banking institutions and may store personal data ofother types.

The fulfillment server 130 includes a fulfillment application 132 forinteracting with the client device 110 and/or the conversation agentserver 120 to receive queries associated with identified banking accountusers and to generate responses to the received queries. For example,when a banking user associated with the client device 110 submits anelectronic payment request, the fulfillment server 130 may identify abanking account associated with the banking user and conduct a paymentaction associated with the electronic payment request. In anotherexample, when the conversation agent server 120 submits a fulfillmentquery to the fulfillment server 130, the fulfillment server 130 mayidentify a client data record associated with a banking user and providedata associated with the fulfillment query to the client device 110 orto the conversation agent server 120.

The fulfilment server 130 may include client data records 140. Theclient data records 140 may include a data record associated with abanking user, where the data record may include data associated withsavings bank accounts, chequing bank accounts, investment accounts,lending products (e.g., line-of-credit account, mortgage, etc.), or thelike. Further, the respective data records may include personal dataassociated with respective banking users. Personal data may includelegal names, addresses, social security numbers (e.g., taxpayeridentification number), employment history data, birth dates, or thelike. It may be appreciated that personal data may include other typesof data which may be considered confidential and which ifmisappropriated by an unscrupulous entity may be injurious to respectivebanking users.

The fulfilment server 130 may include resource records 136. The resourcerecords 136 may track resources, including currency, monetary value,digital assets, tokens, precious metals, among other examples. In someexamples, a client data record may be associated with a resource recordand can be a data structure for tracking a running balance of money orinvestment instruments being managed by the banking institution. Theclient data record can include information associating resources with abank account of a banking user.

In the present example, the conversation agent server 120 may includethe natural language application 122 having instructions that, whenexecuted, include operations for: (i) receiving natural language inputfrom the client device 110; (ii) generating and transmitting afulfillment query to the fulfillment server 130 to query personal datafor generating a response to the natural language input; (iii) receivinga response indication or the queried personal data from the fulfilmentserver 130; and (iv) generating and transmitting a response based on thequeried personal data to the client device 110.

Because the personal data may include data that is consideredconfidential and because the conversation agent server 120 may beoperated by a third party entity that is separate from the fulfillmentserver 130, it may be desirable to provide systems and methods tominimize risk of personal data breaches associated with transmittingpersonal data via the conversation agent server 120 to the client device110 or processing personal data at the conversation agent server 120.Although it may be desirable to rely on third party natural languageprocessing servers for parsing natural language input, the system 100described herein provides systems and methods to process naturallanguage inputs associated with personal data at a cloud-based naturallanguage processing server (e.g., conversation agent server 120) whilecontinuing to relying on the client device 110 and/or the fulfillmentserver 130 to fulfil requests for personal data and to generateresponses requiring access to personal data.

Reference is made to FIG. 2, which illustrates a signal diagram 200illustrating exchanges among computing devices for generating responsesassociated with natural language input, in accordance with an example ofthe present application. The signal diagram 200 includes the exampleclient device 110, the conversation agent server 120, and thefulfillment server 130 of FIG. 1.

The signal diagram 200 illustrates operations that may be implemented,at least in part, through processor executable instructions stored atone or more of the computing devices. The operations may be carried outby one or more processors of the respective devices, servers, orapplications thereon. Further, the signal diagram 200 illustratesoperations or exchanges associated with particular computing servers ordevices. It may be understood that although a particular operation maybe illustrated as being conducted at one particular device, it may becontemplated that the particular operation may be conductedalternatively at another device. For example, in a scenario where userinput received at the client device 110 may be acoustic input,operations for converting speech-to-text to provide a textual naturallanguage input may be conducted at the client device 110 or theconversation agent server 120.

To illustrate example operations of the present application, the clientdevice 110 may be associated with a bank user and the interactiveapplication 112 (FIG. 1) may be a mobile banking application associatedwith the fulfillment server 130 (e.g., banking institution server). Theinteractive application 112 may include an input interface for receivinguser input such that the bank user may request banking informationassociated with a bank account or conduct banking transactions based onthe user input.

At operation 202, the client device 110 receives natural language inputfrom the bank user. The natural language input may be colloquiallanguage input and may be provided as spoken acoustic input or astextual input. In some examples, natural language input may be syntaxagnostic such that there may be two or more variant ways of expressing aparticular user intent. In some examples, the client device 110 mayreceive spoken acoustic input via a microphone and conductspeech-to-text operations to generate textual input. In some examples,the client device 110 may receive textual input via a physical keyboarddevice or a virtual keyboard device displayed on a touchscreen display.

In some scenarios, the client device 110 may authenticate the bank user,such as by requesting login credentials or a password. Once the bankuser is authorized, the client device 110 may associate the naturallanguage input with a user identifier. For example, the user identifiermay be a client's name or a banking account number associated with thebank user.

In some examples, the client device 110 may receive natural languageinput and may need to determine whether further information may berequired, whether disambiguation of the natural language input may berequired, or whether content of the natural language input may beerroneous.

In a first example, the client device 110 may receive the naturallanguage input: “What is the balance of my account?” In the presentexample, the client device 110 may require further information. Forinstance, the methods described herein may be directed to determining aparticular point in time, such as whether the account balance is beingsought as of the end of the prior month or whether the account balanceis being sought at a current time.

In a second example, the client device 110 may receive the naturallanguage input “How much remaining credit do I currently have on my TDTravel Card?” In the present example, the bank user may have two or morecredit cards that are designated as “Travel” cards and, thus, the clientdevice 110 may require further information to reduce ambiguity todetermine which “Travel Card” the bank user is referring to.

In a third example, the client device 110 may receive the naturallanguage input “Please transfer $2,000 from my chequing account to myinvestment account”. In the present example, the bank user may not beassociated with a registered investment account and, thus, the clientdevice 110 may need to determine whether the natural language inputassociated with the bank user is erroneous. Aspects of the presentapplication may be illustrated based on the above-mentioned examplenatural language inputs or other example natural language inputdescribed herein.

At operation 204, the client device 110 transmits the received naturallanguage input to the conversation agent server 120. In the scenariothat the received natural language input is in textual format, thetextual format may be transmitted to the conversation agent server 120.In the scenario that the received natural language input is an acousticinput (e.g., spoken input received from the bank user), the clientdevice 110 may conduct operations to convert the acoustic input intotextual format and, subsequently, transmit the textual format to theconversation agent server 120. In some examples, the client device 110may transmit the acoustic input to the conversation agent server 120and, upon receipt, the conversation agent server 120 may conductoperations to convert the acoustic input into textual format.

At operation 206, the conversation agent server 120 receives the naturallanguage input and conducts intent recognition and parameterizationbased on the natural language input. In the first example of “What isthe balance of my account”, the conversation agent server 120 mayidentify that the natural language input is associated with an “accountbalance” intent. Further, the conversation agent server 120 may identifyan “account” as a parameter. As will be further described for thepresent example, the methods herein may determine that furtherparameters may need to be requested before a response to the firstnatural language input can be generated.

In the second example of “How much remaining credit do I currently haveon my TD Travel Card?”, the conversation agent server 120 may identifythat the input is associated with a “credit balance” intent. Further,the conversation agent server 120 may identify “TD Travel Card” as aparameter. In addition, the conversation agent server 120 may identify“today” as a parameter based on the term “currently” from the input.

In the third example of “Please transfer $2,000 . . . to my investmentaccount”, the conversation agent server 120 may identify that the inputis associated with a “transfer” intent and may identify “$2,000” (e.g.,amount), “chequing account” (e.g., source account), and “investmentaccount” (e.g., target account) as parameters. In some examples,operations associated with identifying an intent and at least oneparameter from the natural language input may be syntax agnostic. Thatis, user input may be expressed in other ways and may correspond tosubstantially similar example intents or parameters.

In some implementations, the conversation agent server 120 may generatea fulfillment query requesting access to personal data at thefulfillment server 130. However, as described, it may be desirable tominimize providing personal data to the conversation agent server 120that may be operated by a third party entity to prevent misappropriationof personal data by an unscrupulous entity having access to theconversation agent server 120. Thus, it may be desirable to preventexposure of personal data by conducting operations associated withpersonal data at the client device 110 or the fulfillment server 130.

At operation 208, the conversation agent server 120 transmits to theclient device 110 an intent and at least one parameter, where the intentand the at least one parameter may be based on the natural languageinput.

At operation 210, the client device 110 may generate, based on thereceived intent and the at least one parameter, a fulfillment queryrequesting access to personal data for generating a response to thenatural language input. In some examples, the personal data may beassociated with client data records 140 (FIG. 1) or resource records 136(FIG. 1) stored at the fulfillment server 130. Further, the personaldata being sought may be associated with a user identifier of the bankuser from whom the natural language input was received.

Continuing with the first example of “What is the balance of myaccount?”, the client device 110 may generate a slot filling fulfillmentquery to identify, for instance, the subject account (e.g., savingsaccount? Chequing account?) or the reference date on which the query isbased (e.g., account balance as of today? As of the last billingcycle?). To do so, the client device 110 may require access to theclient data records 140 prior to generating a request for subsequentuser input. For example, if the bank user is associated with only oneaccount, it may not be necessary to generate a request for subsequentuser input to request for clarification on “account type”. Accordingly,the client device 110 may generate a fulfillment query to determinewhether the bank user is associated with more than one account. It maybe appreciated that, in some scenarios, information regarding existenceof and a number of accounts or a type of account associated with a usermay be considered personal data.

In the second example of “How much remaining credit do I currently haveon my TD Travel Card?”, the client device 110 may generate a fulfillmentquery to determine whether the bank user is associated with two or more“Travel” cards. Further, the client device 110 may generate thefulfillment query to determine what the current remaining credit limitof the bank user for the “Travel” card.

In the third example of “Please transfer $2,000 . . . to my investmentaccount”, the client device 110 may generate a fulfillment query todetermine whether the bank user is associated with an investment accountand/or whether the chequing account associated with the bank user has anaccount balance of at least $2,000.

In the above-described examples, the generated fulfillment query may befor corroborating the at least one parameter. For example, thefulfillment query may be for confirming that the bank user is associatedwith an “investment account” (e.g., parameter identified in the thirdexample above).

At operation 220, the client device 110 transmits, to the fulfillmentserver 130, the generated fulfillment query.

At operation 222, the fulfillment server 130 may generate a responseindication based on the fulfillment query. For example, the fulfillmentserver 130 may corroborate the at least one parameter associated withthe fulfillment query. In the first example of “What is the balance ofmy account?”, the fulfillment server 130 may determine that the bankuser is associated with a single account and may generate a summary ofbank account balance data associated with the bank user.

In the second example of “How much remaining credit . . . on my TDTravel Card?”, the fulfillment server 130 may determine that the bankuser is associated with a “First Travel” card and a “Second Travel”card, thereby requiring further input to disambiguate the prior receivednatural language input. In the present example, the fulfillment server130 may generate a response indication requesting that subsequent inputfor disambiguating the natural language input is required. Otherresponse indications may be generated based on the originally receivednatural language input and the received fulfilment query.

At operation 224, the fulfillment server 130 transmits, to the clientdevice 110, the response indication associated with the fulfilmentquery. The response indication may include personal data for addressingthe fulfillment query (e.g., summary of bank account balance data) orone or more requests for subsequent input for addressing an ambiguousnatural language input or for addressing an erroneous natural languageinput.

At operation 230, the client device 110 may generate a request forsubsequent input based on the response indication. In the firstillustrating example of “What is the balance of my account”, the clientdevice 110 may generate a request for clarification on whether the bankuser may be requesting an account balance for a savings bank account orfor a chequing bank account and whether the bank user may be requestingan account balance as of the end of the prior month or as of the lastbusiness day.

In the second illustrating example, the client device 110 may generate arequest for clarification on which of two “Travel” cards the bank usermay be referring to. That is, the client device 110 may generate arequest for subsequent input to disambiguate the prior received naturallanguage input associated with the bank user.

In the third illustrating example of “Please transfer $2,000 . . . to myinvestment account”, the client device 110 may generate a request forsubsequent input to remedy an apparent erroneous natural language inputquery. That is, the client device 110 may generate a request forsubsequent input to clarify whether the bank user had provided anunintended target account for monetary value transfer.

At operation 232, the client device 110 may generate an updatedconversation context based on the response indication and the intent. Inthe example operations described in the signal diagram 200 of FIG. 2,the conversation agent server 120 may be relied upon solely for intentrecognition and parameterization of the received natural language input.Because the client device 110 conducts operations for identifying slotfilling opportunities, for disambiguation, or for identifying erroneousnatural language input, the conversation agent server 120 may not beprovided with personal data to identify what subsequent input shall berequested from the bank user to fulfill the query or action request ofthe natural language input. That is, the conversation agent server 120may not be able to maintain a conversation context to identify thenature of subsequent input to be received from the bank user.

In some examples, the conversation context may be helpful fordetermining a user intent in scenarios where similar natural languageinput phrases may conceivably be matched to multiple intents. Forinstance, in the second example of “How much remaining credit . . . onmy TD Travel Card?”, without conversation context, the phrase “ . . .remaining credit . . . ” may conceivably be matched to either a “travelaward credit” intent or “spending limit credit” intent. Further, theconversation context may be useful in scenarios where an order of intentmatching may be important.

Accordingly, at operation 232, the client device 110 may generate anupdated conversation context based on the response indication and theintent to be transmitted to the conversation agent server 120, such thatthe conversation agent server 120 may be placed in a conversation stateready to receive the subsequent user input. In the second example of“How much remaining credit . . . on my TD Travel Card” where the clientdevice 110 may have identified ambiguity, by transmitting the updatedconversation context to the conversation agent server 120, theconversation agent server 120 may be placed in a state corresponding toa conversation context that the conversation agent server 120 would havebeen in if the conversation agent server 120 had detected the ambiguouscondition itself and if the conversation agent server 120 would haveprompted the user for clarification.

At operation 234, the client device 110 may transmit the updatedconversation context to the conversation agent server 120 and theconversation agent server 120, at operation 240, may update theconversation context associated with the user intent of the priorreceived natural language input for setting up operations to handle therequested subsequent input.

In some examples described herein, the conversation agent server 120 maynot be relied upon for generating and transmitting queries to data orfulfillment servers for addressing received natural language input.Rather, the conversation agent server 120 may be relied upon solely forintent recognition and parameterization of received natural languageinput. In some examples, by confining to the client device 110 or thefulfillment server 130 operations that relate to queries or requestsassociated personal data on the client device 110, the deficienciesdescribed herein relating to conducting operations on the conversationagent server 120 may be minimized.

In some examples, a bank user may provide an acoustic input referring toone or more accounts associated with the bank user. To illustrate,reference is made to FIG. 3, which diagrammatically illustrates variantmonikers for referring to several bank account cards, in accordance withan example of the present application.

A banking institution (e.g., TD) may offer several credit card types310, as illustrated in FIG. 3. For instance, the banking institution mayoffer: TD Aeroplan Visa Infinite™ Card, TD Aeroplan Visa Platinum™ Card,TD Aeroplan Visa Business™ Card, TD Aeroplan Visa Infinite Privilege™Card, TD First Class Travel Visa Infinite™ card, TD Platinum TravelVisa™ Card, or TD Business Travel Visa™ Card, among other types ofcredit cards.

To illustrate, a bank user may refer to the respective credit card types310 in a variety of ways using one of various card identifying monikers312. For example, four of the seven illustrated credit card types 310may be referenced with the expression “Aeroplan Visa”. Three of theseven illustrated credit card types 310 may be referenced with theexpression “Travel Visa”. Two of the seven illustrated credit card types310 may be referenced with the expression “Business Visa”.

Depending on whether a bank user may be associated with one or morecredit card accounts, a natural language input provided by the bank usermay be unambiguous, ambiguous, or erroneous. To illustrate, reference ismade to FIG. 4, which diagrammatically illustrates example bank usersassociated with respective credit card account lists 400.

In an example, Alice may only have a single credit card account “TDAeroplan Visa Infinite™ card”. Accordingly, the single credit cardaccount associated with Alice may be uniquely identified via at leastone of the following natural language inputs: “my credit card, “my Visacard”, “my Aeroplan Visa”, “my Visa Infinite card”, or the like.

In another example, the other bank users illustrated in FIG. 4, such asBob, Charlie, or Dave, may have more than one credit card account. Wheneach of Bob, Charlie, or Dave provide a natural language input thatreferences a credit card account, the input may include a moniker thatmay be ambiguous, unambiguous, or erroneous depending on the type ornumber of credit card accounts that may be associated with therespective bank user. As an example, a natural language input includingthe expression “my aeroplan visa” may be unambiguous for Bob andCharlie, but may be ambiguous for Dave. In another example, a naturallanguage input including the expression “my travel visa” may beerroneous for Dave, as Dave may not have a “Travel” card. However, anatural language input including the expression “my travel visa” may beunambiguous when received from Bob or Charlie.

In another example, a natural language input including the expression“my business card” may be unambiguous to identify a single credit cardaccount for Bob or Dave. However, a natural language input including theexpression “my business card” received from Alice or Charlie may beerroneous, as Alice or Charlie may not have a “business” credit cardaccount in the present example.

In some scenarios, the operations in the signal diagram 200 of FIG. 2may be iterated to address detected ambiguous input. As an illustrativeexample, a bank user named “Fred” may have three credit card accounts:(i) TD Aeroplan Visa Business™ Card; (ii) TD Aeroplan Visa Platinum™Card; and (iii) TD First Class Visa Infinite Travel™ Card. Referringagain to the example operations illustrated in FIG. 2, the client device110, at operation 202, may receive natural language input from Fred. Thereceived input may be acoustic input that includes an expression toidentify a credit card, such as an “Aeroplan credit card” (e.g., apartial moniker).

The client device 110 may transmit the natural language input to theconversation agent server 120 to conduct intent recognition andparameterization (operation 206) and, subsequently, receive the userintent and at least one parameter (operation 208) based on the naturallanguage input.

The client device 110 may, at operation 210, generate a fulfillmentquery requesting access to a client data record associated with Fred todetermine whether the natural language input includes a moniker thatunambiguously identifies a credit card account. In the present example,the client device 110 may request access to Fred's client data record todetermine whether the expression “Aeroplan credit card” identifies oneor more credit card accounts.

At operation 220, the client device 110 transmits the fulfillment queryto the fulfillment server 130 and the fulfillment server 130, atoperation 222, may conduct operations to determine whether theexpression “Aeroplan credit card” identifies a single credit cardaccount. In the scenario where the expression “Aeroplan credit card”identifies a single credit card account, the fulfillment server 130 mayconduct an operation to take action corresponding to the naturallanguage input. For instance, the natural language input may haveincluded the expression: “Please auto-pay my Aeroplan credit card frommy savings bank account”.

In Fred's example scenario, the expression “Aeroplan credit card” maynot identify a single credit card account. Fred is associated with botha “TD Aeroplan Visa Business™ Card” and a “TD Aeroplan Visa Platinum™card”. The fulfillment server 130, at operation 222, may generate aresponse indication providing a result indicating that the naturallanguage input is ambiguous and the fulfillment server 130, at operation224, transmits to the client device 110 a response indication associatedwith the prior fulfillment query. In some examples, the responseindication may include a listing of the credit card accounts associatedwith Fred's client data record. In some other examples, the responseindication may simply indicate that ambiguity exists based on thenatural language input and that further information for identifying isrequired.

The client device 110 may, at operation 230, generate a request forsubsequent input based on the response indication. For example, theclient device 110 may generate a clarifying message, such as “Did youmean your personal or business Aeroplan card?” or “Did you mean yourPlatinum card?” In some examples, the generated request for subsequentinput may include a message prompt for display by the client device 110.In some other examples, the generated request for subsequent input mayinclude an acoustic output played back by the client device 110 to Fredthe bank user.

In the example where the conversation agent server 120 may be reliedupon to conduct intent recognition and parameterization of naturallanguage input, the client device 110 may generate an updatedconversation context (operation 232) and transmit the updatedconversation context to the conversation agent server 120 (operation234). The conversation agent server 120 may, at operation 240, updatethe conversation context associated with Fred's natural language input.

Subsequently, the client device 110 may iterate one or more of theoperations in the signal diagram 200 of FIG. 2 for receiving naturallanguage input (e.g., operation 202) or generating a subsequentfulfillment query requesting access to personal data associated withFred (e.g., operation 210) or conducting other example operations toiteratively determine whether a single credit card account may beunambiguously identified. In the present illustrating example, inresponse to the request for subsequent input (e.g., “Did you mean yourpersonal or business Aeroplan card?”), if the client device 110 receivedadditional input with the expression “business Aeroplan card”, theclient device 110 may conduct further operations illustrated in FIG. 2to determine that Fred is referring to the “TD Aeroplan Visa Business™Card”. It may be appreciated that where two or more further requests forsubsequent input may be required, at each respective iteration, theclient device 110 may generate an updated conversation context (e.g.,operation 232) for transmission to the conversation agent server 120(e.g., operation 234) such that the respective subsequent naturallanguage input may be recognized and parameterized with greaterefficiency or accuracy or context.

In a scenario where Fred provides natural language input including atleast one of the expressions “my business card”, “travel card”,“platinum credit card”, the client device 110 may receive a responseindication from the fulfillment server 130 (e.g., operation 224)indicating that a single credit card account associated with Fred may beidentified.

Further, in the scenario that Fred provides input including theexpression “platinum travel card”, the client device 110 may receive aresponse indication from the fulfillment server 130 indicating that theinput is erroneous, as none of the individual credit card accounts maybe referenced with a moniker having the combination of the terms“platinum” and “travel”.

In some examples, the fulfillment server 130 may include an applicationfor identifying an intended record among a plurality of defined records.The respective defined records may, in the above described example, beassociated with credit card accounts. Each of the defined records may beassociated with a respective moniker. For instance, the expression “TDAeroplan Visa Business Card” may be an example moniker. The fulfillmentserver 130 may receive, from the client device 110, a fulfillment queryassociated with a user identifier. In the example above, a useridentifier may be associated with Fred. The fulfillment query mayinclude a partial moniker associated with the intended record. Forexample, a partial moniker may be “Aeroplan credit card”. Thefulfillment server 130 may obtain defined records (e.g., client datarecords) associated with the user identifier. The fulfillment server 130may determine that the partial moniker is associated with at least twodefined records associated with the user identifier and generate andtransmit, to the client device 110, a clarifying query to identify theintended record. For instance, the clarifying query may include anexpression: “Did you mean your personal or business Aeroplan card?”. Thefulfillment server 130 may receive, from the client device 110,subsequent input associated with the clarifying query. For instance, thesubsequent input may include the term “business”. The fulfillment server130 may determine that the identified record is identifiable based onthe subsequent input and the partial moniker and conduct a transactionbased on the identified record. In the present example, the identifiedrecord may be a data record associated with Fred's “TD Aeroplan VisaBusiness™ Card”.

Reference is made to FIG. 5, which illustrates, in flowchart form, amethod 500 of generating a response associated with a natural languageinput, in accordance with an example of the present application. Themethod 500 includes operations that may be carried out by one or moreprocessors of the client device 110 (FIG. 1). For example, the method500 may be implemented, at least in part, through processor executableinstructions associated with the interactive application 112 (FIG. 1).In some examples, one or more operations may be implemented viaprocessor executable instructions in other applications or in anoperating system stored and executed on the client device 110.

Another example of natural language input will be described toillustrate aspects of the method 500. The client device 110 may beassociated with a bank customer user and the interactive application 112(FIG. 1) may be a mobile banking application configured to interact withthe fulfillment server 130 (FIG. 1). The fulfillment server 130 may be abanking institution server. The interactive application 112 may includean input interface for receiving user input. The input interface may bea microphone for receiving acoustic input or a touchscreen display forreceiving textual input. Other examples of input interfaces arecontemplated.

In some examples, the client device 110 may authenticate the bankcustomer user by requesting that authorization details be provided tothe interactive application 112. For example, the authorization detailsmay include a client number, an account number, a password, or the like.

The bank customer user may provide an acoustic input (e.g., spokenwords) or alphanumeric input (e.g., typed words) and the client device110 may receive the input “Am I eligible to pay down my principal onFriday for my mortgage? If so, please do so.”

At operation 502, the processor transmits, to the conversation agentserver 120, the natural language input: “Am I eligible to pay down myprincipal on Friday for my mortgage? If so, please do so.” The examplenatural language input may be syntax agnostic. That is, another userwishing to provide a substantially similar query may provide analternate natural language input in another way: “Can I make a mortgagepre-payment at the end of the week?”

In some examples, the natural language input may be associated with auser identifier. That is, the processor may associate a user identifierof the bank customer user with the received natural language input. Inthe present example, the natural language input may be a query onpersonal data of a data record corresponding to the user identifier.That is, the input “Am I eligible to pay down my principal on Friday formy mortgage?” may be a query by the bank customer user of a mortgageaccount associated with that user.

In some examples where the natural language input is acoustic orspeech-based input, the processor may execute operations to conductspeech-to-text operations to provide a text-based natural languageinput. It may be appreciated that speech-to-text operations may beconducted at any one of or a combination of the client device 110 or theconversation agent server 120.

At operation 504, the processor receives, from the conversation agentserver 120, an intent and at least one parameter. The intent and the atleast one parameter may be based on the natural language input. In thepresent example, the received intent may be “mortgage pre-paymentrequest”. Further, the received at least one parameter may include:“date=Friday”, “account=mortgage account”, “action=payment”, or thelike.

At operation 506, the processor generates, based on the intent and theat least one parameter, a fulfillment query requesting access topersonal data. Personal data may include names, addresses, taxpayeridentification numbers, bank account numbers, account balances, or thelike. In the example method 500, the client device 110 is tasked withconducting operations for querying the fulfillment server 130 ordetermining whether ambiguity or erroneous input has been received basedon response data or a response indication from the fulfillment server130. As the conversation agent server 120 may be operated by a thirdparty vendor who may not be bound by confidentiality or privacy rules,operations illustrated in FIG. 5 that may be associated with personaldata may not be exposed to an unscrupulous entity who may have access tothe conversation agent server 120.

In the present example, the fulfillment query may include queries fordetermining whether the identified user is associated with anoutstanding mortgage, for determining what the outstanding mortgageprincipal amount is, for determining whether the identified user iseligible to make a mortgage pre-payment on the outstanding principalamount, or other similar queries.

In some examples, the generated fulfillment query may be forcorroborating the at least one parameter. For instance, the processor,at operation 504, received based on the natural language input aparameter that the “account=mortgage”. Accordingly, the generatedfulfillment query may be to corroborate that the bank customer user isassociated with an outstanding mortgage account.

At operation 508, the processor transmits the fulfillment query to thefulfillment server 130. The fulfillment query may include one or acombination of multiple queries associated with a client data recordassociated with the user identifier.

At operation 510, the processor receives, from the fulfillment server130, a response indication associated with the fulfillment query. Forexample, the response indication may include a confirmation that thebank customer user is associated with an outstanding mortgage account,that the bank customer user is eligible to make a pre-payment as ofJanuary 1 of the present year, that the maximum prepayment amountwithout excess fees is $20,000, or other response information.

In the present example, the response indication may include personaldata associated with a user identifier of the bank customer user. Forexample, the confirmation that the bank customer user is associated withan outstanding mortgage account may be personal data. Further, the dataindicating that the maximum prepayment amount without excess fees mayalso be personal data.

At operation 512, the processor may determine, based on the receivedresponse indication, whether the prior received natural language inputmay be ambiguous or erroneous. In a scenario where the bank customeruser is not associated with a mortgage account, the processor maydetermine that the received natural language input is erroneous, as theuser is not associated with an outstanding mortgage balance.

In the present example, the response indication, from operation 510, mayprovide confirmation that the bank customer user is associated with amortgage account and may provide confirmation that a pre-payment isallowable. However, the prior received natural language input may nothave provided information on how much pre-payment the bank customer userwould like to make and on which day the bank customer user desires tomake the pre-payment. Thus, the processor, at operation 512, maydetermine that the prior received natural language input may beambiguous and requires subsequent input.

At operation 516, the processor generates a request for subsequent inputbased on the response indication. Continuing with the present example,the processor can generate a request for subsequent input including aquery regarding how much pre-payment the bank customer user would liketo pay towards the mortgage principal or on what day the bank customeruser desires to make the pre-payment (e.g., what day funds areanticipated to be available for making the mortgage pre-payment).

In some examples, the generated request for subsequent input includes amessage prompt for display by the client device 110. In some otherexamples, the generated request for subsequent input includes anacoustic output prompt for playback by the client device 110, such thatthe user interacts with the client device 110 by speaking into amicrophone and by receiving responses via playback acoustics on aloudspeaker of the client device 110.

At operation 518, the processor generates an updated conversationcontext based on the response indication and the intent. The updatedconversation context may be transmitted to the conversation agent server120 for placing the conversation agent server 120 in a statecorresponding to a conversation context that the conversation agentserver 120 would have been in if the conversation agent server 120 haddetected the ambiguous condition itself or determined that moreinformation is required.

In the present example, the updated conversation context may place theconversation agent server 120 in a state for receiving an inputindicating an amount to pay towards the outstanding mortgage principalor for receiving a date on which the bank customer user desires to makethe pre-payment. In some examples, natural language input phrases mayconceivably be matched to multiple intents. Thus, providing theconversation agent server 120 with the updated conversation contextequips the conversation agent server 120 with background information forconducting intent recognition or parameterization when subsequent inputis received from the bank customer user. To illustrate, in the casewhere the subsequent input may be “ten thousand dollars on Thursday ofthis week”, the conversation agent server 120 may conduct intentrecognition and parameterization based on the prior natural languageinput. That is, the conversation agent server 120 may recognize that theamount of $10,000 is associated with a desired mortgage pre-payment.

At operation 520, the processor transmits, to the conversation agentserver 120, the updated conversation context for setting up operationsto handle the subsequent input. Subsequent to transmitting, to theconversation agent server 120, the updated conversation context forsetting up operations to handle subsequent input, the processor mayreceive subsequent input and transmit the subsequent input to theconversation agent server 120. That is, subsequent to operation 520, theprocessor may conduct one or more operations corresponding to operations502 and other operations of the method 500 of FIG. 5.

In some examples, the subsequent input may be received in a differentformat than the prior received natural language input. For instance, ifthe prior received natural language input was acoustic input, thesubsequent input may be text-based input received via a touchscreen ofthe client device 110. In some examples, the subsequent input may benatural language input or structured input. In some scenarios, thesubsequent input may be structured input, as the subsequent input may betargeted and specific as compared to an initial natural language input.

Referring again to operation 512, the processor may determine, based onthe received response indication, whether the prior received naturallanguage input may be ambiguous or erroneous. In the scenario where theprocessor determines that the prior received natural language input maynot be ambiguous and may not be erroneous, the processor, at operation514, may conduct an action based on the natural language input.

As an illustrating example, in a scenario where the natural languageinput states: “Please make a mortgage pre-payment on June 25 in theamount of ten thousand dollars from my savings account to my mortgageaccount number ending in 879”, the processor, at operation 512, maydetermine based on the response indication that the natural languageinput is not ambiguous and not erroneous. Further, the processor, atoperation 512, may determine that further clarification is not requiredand that a “mortgage pre-payment” action can be made based on the userprovided information. That is, once the processor determines that thereceived at least one parameter (e.g., mortgage account number ending879, $10,000, June 25, etc.) includes information to conduct an actionassociated with the intent (e.g., intent=mortgage pre-payment request),the processor may at operation 514 transmit, to the fulfillment server130, an action request associated with the natural language input. Atoperation 512, the processor may determine that a requisite set ofparameters are available to generate and transmit an action request.

Reference is made to FIG. 6, which illustrates, in simplified blockdiagram form, an electronic device 600, in accordance with an example ofthe present application. The electronic device 600 can be the clientdevice 110 of FIG. 1. The electronic device 600 includes one or moreprocessors 602, memory 604, and a communications module for providingnetwork capabilities to communicate with other computing devices. Thememory 604 may store processor executable software applications 606 thatinclude an operating system to provide basic device operations. Thesoftware applications 606 may also include instructions implementingoperations of the methods described herein.

The electronic device 600 includes a display interface and/or a display608. The display 608 can be any suitable display such as a liquidcrystal display (LCD), an e-ink/e-paper display, or the like. In someexamples, the display 608 is a touchscreen display. The electronicdevice 600 includes an input module 610 for receiving signalsrepresenting commands described in examples herein. In some examples,the input module 610 may be a keyboard device, a touch input device, ora microphone for receiving natural language input from a user of theelectronic device 600. In some examples, the electronic device 600 is aportable electronic device, such as a smartphone, a personal computer, apersonal digital assistant, a portable navigation device, a mobilephone, a wearable computing device (e.g., smart watch, wearable activitymonitor, or the like), or any other type of computing device that may beconfigured to store data and software instructions, and execute softwareinstructions to perform example operations described herein.

Reference is made to FIG. 7, which illustrates, in simplified blockdiagram form, a server 700, in accordance with an example of the presentapplication. The server 700 may be the conversation agent server 120 ofFIG. 1 or the fulfillment server 130 of FIG. 1. The server 700 includesone or more processors 702, memory 704, and a communications module forproviding network capabilities to communicate with other computingdevices. The memory 704 may include data records 790. In the example ofthe conversation agent server 120, the data records 790 may include theintent data 124 of FIG. 1. In the example of the fulfillment server 130,the data records 790 may be the client data records 140 or the resourcerecords 136 of FIG. 1.

The memory 704 may also include applications 782 having instructions forperforming operations described herein. In an example of theconversation agent server 120, the applications 782 may include thenatural language application 122 of FIG. 1. In an example of thefulfillment server 130, the applications 782 may include the fulfillmentapplication 132 of FIG. 1.

Example embodiments of the present application are not limited to anyparticular operating system, system architecture, mobile devicearchitecture, server architecture, or computer programming language.

It will be understood that the applications, modules, routines,processes, threads, or other software components implementing thedescribed method/process may be realized using standard computerprogramming techniques and languages. The present application is notlimited to particular processors, computer languages, computerprogramming conventions, data structures, or other such implementationdetails. Those skilled in the art will recognize that the describedprocesses may be implemented as a part of computer-executable codestored in volatile or non-volatile memory, as part of anapplication-specific integrated chip (ASIC), etc.

Certain adaptations and modifications of the described embodiments canbe made. Therefore, the above discussed embodiments are considered to beillustrative and not restrictive.

What is claimed is:
 1. A computing device comprising: a communicationmodule; a processor coupled to the communication module; and a memorycoupled to the processor, the memory storing instructions that, whenexecuted, configure to processor to: receive, from a client device, afulfillment query associated with a user identifier, the fulfillmentquery including a partial moniker associated with an intended record;obtain defined records associated with the user identifier, wherein eachof the defined records is associated with a respective moniker;determine that the partial moniker is associated with at least twodefined records associated with the user identifier; generate andtransmit, to the client device, a clarifying query to identify theintended record; receive, from the client device, subsequent inputassociated with the clarifying query; and determine that the identifiedrecord is identifiable based on the subsequent input and the partialmoniker; and conduct a transaction based on the identified record. 2.The computing device of claim 1, wherein the fulfillment query includespersonal data associated with the user identifier.
 3. The computingdevice of claim 1, wherein the fulfillment query is based on naturallanguage input.
 4. The computing device of claim 3, wherein thefulfillment query is received by way of speech-to-text through anautomated chatbot.
 5. The computing device of claim 1, wherein eachrespective moniker includes at least two words.
 6. The computing deviceof claim 1, wherein the partial moniker includes at least one word, andthe respective monikers include a greater number of words than a numberof words of the partial moniker.
 7. The computing device of claim 1,wherein the defined records comprise at least one of a bank accountrecord, a credit card account record, an investment account record, anda credit loan account record.
 8. A computer-implemented method ofidentifying an intended record among a plurality of defined records, themethod comprising: receiving, from a client device, a fulfillment queryassociated with a user identifier, the fulfillment query including apartial moniker associated with the intended record; obtaining definedrecords associated with the user identifier, wherein each of the definedrecords is associated with a respective moniker; determining that thepartial moniker is associated with at least two defined recordsassociated with the user identifier; generating and transmitting, to theclient device, a clarifying query to identify the intended record;receiving, from the client device, subsequent input associated with theclarifying query; determining that the identified record is identifiablebased on the subsequent input and the partial moniker; and conducting atransaction based on the identified record.
 9. The method of claim 8,wherein the fulfillment query includes personal data associated with theuser identifier.
 10. The method of claim 8, wherein the fulfillmentquery is based on natural language input.
 11. The method of claim 10,wherein the fulfillment query is received by way of speech-to-textthrough an automated chatbot.
 12. The method of claim 8, wherein therespective monikers include at least two words.
 13. The method of claim8, wherein the partial moniker includes at least one word, and therespective monikers include a greater number of words than a number ofwords of the partial moniker.
 14. The method of claim 8, wherein thedefined records are at least one of a bank account record, a credit cardaccount record, an investment account record, and a credit loan accountrecord.
 15. A non-transitory computer-readable storage medium storingprocessor executable instructions that, when executed by a processor ofa computing device, cause the computing device to: receive, from aclient device, a fulfillment query associated with a user identifier,the fulfillment query including a partial moniker associated with anintended record; obtain defined records associated with the useridentifier, wherein each of the defined records is associated with arespective moniker; determine that the partial moniker is associatedwith at least two defined records associated with the user identifier;generate and transmit, to the client device, a clarifying query toidentify the intended record; receive, from the client device,subsequent input associated with the clarifying query; determine thatthe identified record is identifiable based on the subsequent input andthe partial moniker; and conduct a transaction based on the identifiedrecord.
 16. The non-transitory computer-readable storage medium of claim15, wherein the fulfillment query is based on natural language input.17. The non-transitory computer-readable storage medium of claim 15,wherein the fulfillment query is received by way of speech-to-textthrough an automated chatbot.
 18. The non-transitory computer-readablemedium of claim 15, wherein the respective monikers include at least twowords.
 19. The non-transitory computer-readable medium of claim 15,wherein the partial moniker includes at least one word, and therespective monikers include a greater number of words than a number ofwords of the partial moniker.
 20. The non-transitory computer-readablemedium of claim 15, wherein the defined records are at least one of abank account record, a credit card account record, and a credit loanaccount record.